We would like to extend our sincerest apologies for the confusion and inconvenience you experienced during your recent visits to the Orangutan Sanctuary and Wetlands Tour. We understand how crucial it is for our customers to have accurate and reliable information, especially when it comes to pick-up times and tour schedules.
Upon reviewing your feedback, we have identified that there was indeed a discrepancy between the timing stated on our website and the confirmation email you received for the orangutan tour. We deeply regret that this oversight led to frustration and disappointment on your part. Please rest assured that we have taken immediate action to rectify this issue. We have now updated our email auto-response to reflect the correct timings (2pm), and we have implemented measures to ensure that such discrepancies do not happen again in the future.
Regarding the delays in the pick-up times and the lack of communication during the wetlands tour, we understand how this could have been a source of inconvenience for you. We strive to provide a seamless and enjoyable experience for all our customers, and we acknowledge that we fell short in meeting your expectations in this instance. It was our mistake to have missed your morning booking, but we have upgraded your tour to the evening cruise at not extra cost.
During peak seasons, the demand for our services increases significantly, and as a result, our resources may become stretched at times. Your last-minute booking, although greatly appreciated, might not have allowed us to fully coordinate all the arrangements as seamlessly as we would have liked. Please accept our sincerest apologies for any oversights that occurred during this period.
However, we are pleased to hear that the tour itself was enjoyable once it commenced, despite the initial challenges. However, we recognize that the overall experience was marred by the issues surrounding the pick-up and organization.
Your feedback is invaluable to us, as it allows us to improve our services and ensure that such incidents do not recur. We appreciate your understanding and patience during the waiting period, and we sincerely apologize for any discomfort you experienced due to the heat and lack of facilities.
Once again, we apologize for the inconveniences you faced during your visits. We hope that you will give us another opportunity to serve you in the future, and we assure you that your next experience with us will be much smoother and more enjoyable.
Thank you for bringing this matter to our attention, and if you have any further concerns or questions, please do not hesitate to reach out to us directly.